Corporate CSM

About the role

As a Corporate Customer Success Manager (CSM), you will manage the adoption and engagement journey of individual veterinary practices within a corporate organization. CSM will offer strategy and best practices across 4 product offerings. This involves professionally guiding, instructing, and consulting with veterinary practice staff over the phone and via email. You will collaborate closely with our Customer Support, Product, Sales, and Implementation departments to support the needs of over 500 locations.

• Work in a collaborative team environment, sharing best practices, insights, and learnings across the CSM team
• Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications, establishing yourself as a trusted advisor to veterinary owners and practice managers
• Apply critical thinking and data analytics to proactively manage and address customer success issues throughout the customer lifecycle
• Understand and document customer requests, engaging appropriate resources in support and product as needed
• Develop and implement tailored communications that provide continuous value to your clients, ensuring retention and driving long-term growth
• Maintain an ongoing cadence with customers to report on critical metrics and highlight the value of PetDesk
• Assist with planning and facilitating group webinars on curated topics

• 2+ years of experience in a Customer Success role (veterinary industry experience a plus)
• Experience in both high-touch customer success and digital engagement (Totango experience is a plus)
• Innovative, always open to new ways of doing things, and delivering daily customer excellence
• Tactful and poised under pressure when solving problems and tackling big challenges
• Thrive in cross-functional collaboration and teamwork
• Commitment to thorough and timely responses to inbound customer questions and inquiries
• Curious about customer trends; interested in utilizing data analytics to strategically plan communication campaigns targeted to the segment and customer life-cycle stage
• Experience with Salesforce, a CS tool, or automation tools is a plus, as well as PetDesk or products similar to PetDesk

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5% 
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available 
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 13 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. Together, we unite innovative solutions to empower veterinary professionals and enhance pet care worldwide. By consolidating industry-leading tools, we streamline workflows, improve communication, and deliver unmatched support—offering everything from custom websites to VoIP systems and direct booking. The company is dedicated to transforming the pet care industry.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

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